Senior Program Manager, WW FBA - SOps

Fulfillment by Amazon (FBA) enables millions of sellers worldwide to leverage Amazon's world-class fulfillment network — from storage and pick-pack-ship to customer service and returns. FBA Support Operations (S-Ops) is the team that ensures sellers receive best-in-class support throughout their FBA journey. We manage end-to-end seller support across multiple FBA programs, drive contact elimination through automation and process improvement, and continuously raise the bar on seller experience. Our mission is to make every seller interaction effortless — and where possible, eliminate the need for sellers to contact us at all.

The FBA S-Ops org is looking for a Senior Program Manager to serve as the FBA owner for a high-visibility, strategic program focused on accelerating growth for a curated cohort of high-growth international sellers. In this role, you will work cross-functionally with teams across FBA operations, supply chain, and business partners to diagnose seller pain points and design solutions across short-, mid-, and long-term horizons — ensuring sellers receive the right resolution at the right time. Beyond problem-solving, you will partner closely with business teams to identify and unlock growth opportunities, helping these sellers grow faster on Amazon and FBA. You will build the shared data foundation, define success metrics, coordinate functional owners, and drive accountability from kickoff through delivery.

Successful candidates will bring senior program management experience in a global, cross-functional organization, a strong track record of driving ambiguous programs to measurable outcomes, and the influencing skills to align senior stakeholders across geographies without formal authority. We are looking for someone who reads operational data fluently, writes VP-ready documents, and builds mechanisms where none exist — someone who does not wait for a playbook but creates one.

Key job responsibilities - Serve as the FBA-level program owner for a strategic international seller initiative: set the agenda, align functional owners across FBA operations, supply chain, and business partner teams, and drive accountability from kickoff through delivery - Diagnose seller pain points through data and structured root-cause analysis; design and coordinate solutions across short-, mid-, and long-term horizons — balancing immediate relief with sustainable systemic fixes - Partner with business teams to identify and accelerate seller growth opportunities on Amazon and FBA; translate operational improvements into measurable business outcomes including GMS growth, selection expansion, and conversion - Build and maintain a shared fact-base on seller experience: pull and consolidate data on defect performance, reimbursement, contact root cause, supply chain friction, and inbound SLA across a multi-geography seller set - Define FBA-specific success metrics that measure both issue resolution and seller growth outcomes; establish baselines and align on targets with partner teams ahead of formal program commitments - Own the Voice of Seller (VoS) pipeline end-to-end: intake seller pain points, develop clear root-cause analysis and write-ups, implement solutions with cross-functional owners, and measure impact - Coordinate cross-functional commitments across internal partner teams; hold owners accountable through structured syncs and written mechanisms - Identify gaps between existing FBA program capabilities and the specific operational needs of cross-border sellers; scope and advocate for build, improve, or policy solutions with internal product and tech teams - Represent the FBA seller experience perspective in cross-functional forums including international marketplace reviews and OP planning cycles; produce leadership-ready program updates and escalation documents with minimal direction - Build program mechanisms, SOPs, and governance frameworks where none exist; design for scale so the program can expand beyond the initial seller cohort

- 5+ years of program or project management experience - 5+ years of working cross functionally with tech and non-tech teams experience - 3+ years of defining and implementing process improvement initiatives using data and metrics experience - 3+ years of driving end to end delivery, and communicating results to senior leadership experience - Bachelor's degree - Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL - Experience defining program requirements and using data and metrics to determine improvements

- Experience in Amazon FBA, seller support, or seller experience programs — or equivalent at a large marketplace - Experience with cross-border or international marketplace seller programs, particularly Asia-to-US trade flows - Experience in stakeholder management, dealing with multiple stakeholders at varied levels across geographies - Experience building processes, project management, and schedules for programs without pre-existing playbooks - Fluent in English and Chinese (Mandarin); Korean language proficiency is a plus - Experience designing or scaling white-glove seller engagement or account management programs - MBA or advanced degree in a relevant field

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